Hello @mrchrisjordan,

Thank you for sharing this thought with the community.

I am glad you asked this question because finding ways to self-serve is a great strategy to scale your business. My recommendation is to optimize your website to include commonly asked questions about your business -- think shipping times, costs associated with purchases, and commonly asked questions about the product. Including this FAQ information on your site will prevent the customer from reaching out via email about these commonly asked items.

You’ll also want to make it easy for customers to access these items. For example, when you send an order confirmation email, you can include a section in the email asking: “have questions about this product?” which directs them to an area on your site where they can read more about that specific product.

I also encourage you to promote the visibility of these items. Whether that is an email or series of emails saying that you’ve launched an FAQ section on your site or an email linking the customer to where they can find more information. In short, providing the appropriate resources, making the resources easy to access and visible to your customers will encourage them to self-serve. If someone can easily find an answer on their own, they’d rather do that than reach out via email!

I hope that is helpful!